IT Service Management: An Introduction

by Jan Van Bon, Georges Kemmerling, Dick Pondman, et al.

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• Format: Paperback
• Language: English
• ISBN: 9080671363
• ISBN13: 9789080671362
• Release Date: March 2003
• Publisher: van Haren Publishing
• Length: 208 Pages
• Weight: 1.15 lbs.
• Dimensions: 9.8" x 0.8" x 6.7"

Customer Reviews

All you need to implement ITIL

This book is one of the most important resources for understanding and implementing ITIL because it distills the official documents into a clear description of all process areas and a roadmap to implement.The first three chapters provide introductory and background material on service management and the ITIL. That done, the remainder of this book takes each process area and thoroughly explains it using the following format:IntroductionObjectiveThe processActivitiesProcess controlCosts and problemsIn addition to the above, this format contains terminology and benefits associated with each process, how the process relates to other processes, and a process diagram that shows the macro and micro levels. This is a highly effective format, and one with you can gain a full understanding of the ITIL, as well as implement it.Process areas covered in this book are:- Incident Management- Problem Management- Configuration Management- Change Management- Release Management- Service desk- Service Level- Management- Financial Management- Capacity Management- IT Service Continuity Management- Availability Management- Security ManagementThese comprise the key process areas, and with the detailed descriptions and diagrams you will be able to take this information and develop a plan of action for implementation, as well as be assured that you will have a firm grasp of the ITIL at the overview and detail levels. More importantly, the diagrams, especially the individual process diagrams, show the interrelationships between and among all process areas. In fact, I was able to use this book to develop the architecture for a service desk application that integrated incident, problem, configuration, change and availability management. This book is that good!If you need to learn or implement the ITIL this book is not only an invaluable resource, but will save a significant amount of reading time and investment over the official documents.